ComplaintsforBeau & Blair

• Initial Complaint

  08/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We ordered clothing items from Beau and Blaire in April with a turn around time of 6-8 weeks. We paid $60 in total and never received the items. The owner has now stated they are sent and will not issue a refund. We no longer need or can use the items and would like a complete refund.

  Business response

  08/21/2023

  Hi!
  With these outfits, we did unfortunately fall behind. Our supplier sent the outfits and they were held at customs for several weeks, putting us overdue. When we received them, we did our best to monogram them as fast as we could, but we only have one machine and I am only one person. Throughout this process, I stayed in close communication with all buyers, including *******. I notified them of the delays, asked if there were any dates theyd like me to push for (dates theyd like the pieces by), or if theyd prefer refunds. I did not hear from *******, so I proceeded with the order as normal. I shipped the two outfits and she contacted me the day after that, asking for a refund. I stated that I had asked if she needed a refund before and that she did not respond, so I proceeded customizing and shipping the two outfits. Unfortunately once items are customized, they cannot be returned. Customers do accept this policy when paying. However, for the inconvenience, I did offer her partial refunds on both outfits, stripping my full profits and then some. I sent her back $10.00 per outfit, she ordered two outfits, so she received $20.00 back from the $60.00 order. She still insisted this wasnt enough and that she would be contacting you. She states she didnt receive the items, yet the tracking says they were delivered today, Monday, 8/21. The tracking is via USPS: 92001901755477300282575209.
  I do understand this was an inconvenience, however I did do everything possible on my part to make it easier for customers. Unfortunately between not being able to get a hold of *******, and shipping before she demanded the refund, my hands were tied.
  
  Thank you so much. 

  Customer response

  08/21/2023

   
  Complaint: 20490791
  
  I am rejecting this response because:

  the turn around was 6-8 weeks and took you 14 weeks. The only communication I had was requesting an update. We are requesting a full refund as the items can no longer be used and you failed to meet any reasonable expectations you provided. 
  
  Sincerely,
  
  *************************

  Business response

  08/21/2023

  Hi!
  
  
  With these outfits, we did unfortunately fall behind. Our supplier sent the outfits and they were held at customs for several weeks, putting us overdue. When we received them, we did our best to monogram them as fast as we could, but we only have one machine and I am only one person. Throughout this process, I stayed in close communication with all buyers, including yourself (*************************). 
  
  
  I notified you, Personally, of the delays, asked if there were any dates youd like me to push for (dates youd like the pieces by), or if youd prefer refunds. I did not hear from you (*************************), so I proceeded with the order as normal. 
  
  
  I shipped the two outfits and you contacted me the day after that, asking for a refund. I stated that I had asked if you needed a refund before and that you did not respond, so I proceeded customizing and shipping the two outfits. 
  
  
  Unfortunately, once items are customized, they cannot be returned as they cannot be resold. Items are customized to the clients childs initials or name. These pieces are completely custom and the embroidery cannot be removed. 
  
  
  Customers do accept this policy when paying, and our return policy is displayed on every invoice, our website, and emails. 
  
  
  However, for the inconvenience, I did offer you partial refunds on both outfits, stripping my full profits, plus then some. I sent you back $10.00 per outfit, so with you ordering two outfits, you received $20.00 back from the $60.00 order.
  
  
  You insist the partial refund is not enough and with this claim you falsely state you didnt receive the items, yet the tracking says they were delivered today, Monday, 8/21. The tracking is via USPS: 92001901755477300282575209.
  
  
  I do understand this was an inconvenience, however I did do everything possible on my part to make it easier for you and other customers. However, I need communication from you as much as you need it from me. Had you answered the multiple emails I sent you before I customized your items and delivered them to you, and you asked for a refund, I wouldve been able to do that for you, considering we went past the **** Keep in mind, however, an *** is only estimated. *** stands for estimated * time of arrival. You do agree when purchasing that the *** may be longer or sooner, depending on other outside factors beyond our control. However, once you receive customized items, refunds are no longer an option. 
  
  
  Unfortunately between not being able to get a hold of you (*************************), and shipping before you demanded the refund, my hands have been tied.
  
  
  Thank you so much. 

  Customer response

  08/21/2023

   
  Complaint: 20490791
  
  I am rejecting this response because:

  There was no communication except on my behalf, which is not my job.

  Please forward all communication regarding any updates you provided. If the items were received today, as this complaint was made prior to today, this would not be a false statement, we are happy to send them back.

  It is not my job as a consumer to have to follow up on expectations set by you as a seller. A brief delay is understood but this was months and then the items miraculously shipped.

  Again, we are asking for a full refund as we can no longer use the goods.

  We purchased newborn outfits which we can no longer use due to the extensive delay from your business. 

  
  Sincerely,
  
  *************************

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